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person:"Mattila, Anna S."
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Search: subject_exact:"Complaint management"
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Beschwerdemanagement
24
Complaint management
24
Dienstleistungsqualität
18
Service quality
18
Consumer behaviour
17
Konsumentenverhalten
17
Beziehungsmarketing
12
Customer satisfaction
12
Kundenzufriedenheit
12
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Customer service
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service recovery
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Gender
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Selbstbedienung
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service failure
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anthropomorphism
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Mattila, Anna S.
Stauss, Bernd
24
Roschk, Holger
21
Gelbrich, Katja
19
Grégoire, Yany
17
Homburg, Christian
13
Seidel, Wolfgang
13
Fürst, Andreas
12
Jang, Soocheong
10
Van Vaerenbergh, Yves
10
Brock, Christian
9
Gruber, Thorsten
9
Sparks, Beverley
9
Vázquez Casielles, Rodolfo
9
Guchait, Priyanko
8
MacQuilken, Lisa
8
McColl-Kennedy, Janet R.
8
Ro, Heejung
8
Robertson, Nichola
8
Tsarenko, Yelena
8
Edvardsson, Bo
7
Svensson, Göran
7
Tripp, Thomas M.
7
Tronvoll, Bård
7
Walsh, Gianfranco
7
Baker, Melissa A.
6
Balaji, M. S.
6
Brady, Michael K.
6
Cai, Ruiying
6
Chebat, Jean-Charles
6
Grewal, Dhruv
6
Gäthke, Jana
6
Hogreve, Jens
6
Matos, Celso Augusto de
6
Patterson, Paul G.
6
Schöler, Andreas
6
Wan, Lisa C.
6
Weber, Karin
6
Zaugg, Alexandra Daniela
6
Baker, Thomas L.
5
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International journal of hospitality management
5
Journal of hospitality marketing & management
3
The journal of services marketing
3
Journal of service management
2
Journal of service research
2
Services marketing quarterly
2
International journal of contemporary hospitality management
1
International journal of retail & distribution management
1
Journal of business research : JBR
1
Journal of global marketing
1
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
1
Journal of international consumer marketing
1
Journal of retailing
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ECONIS (ZBW)
24
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1
Service failure and recovery at the crossroads : recommendations to revitalize the field and its influence : editorial
Grégoire, Yany
;
Mattila, Anna S.
- In:
Journal of service research
24
(
2021
)
3
,
pp. 323-328
Persistent link: https://www.econbiz.de/10012592932
Saved in:
2
To err is human(-oid) : how do consumers react to robot service failure and recovery?
Choi, Sungwoo
;
Mattila, Anna S.
;
Bolton, Lisa E.
- In:
Journal of service research
24
(
2021
)
3
,
pp. 354-371
Persistent link: https://www.econbiz.de/10012592941
Saved in:
3
What recovery options to offer for loyalty reward program members : Dollars vs. Miles?
Hwang, Yoo Hee
;
Gao, Yixing
;
Mattila, Anna S.
- In:
International journal of hospitality management
87
(
2020
),
pp. 1-7
Persistent link: https://www.econbiz.de/10012241760
Saved in:
4
The impact of customer compassion on face-to-face and online complaints
Hwang, Yoo Hee
;
Mattila, Anna S.
- In:
Journal of hospitality marketing & management
29
(
2020
)
7
,
pp. 848-868
Persistent link: https://www.econbiz.de/10012312156
Saved in:
5
When does technology anthropomorphism help alleviate customer dissatisfaction after a service failure? : the moderating role of consumer technology self-efficacy and interdependent...
Fan, Alei
;
Wu, Luorong
;
Miao, Li
;
Mattila, Anna S.
- In:
Journal of hospitality marketing & management
29
(
2020
)
3
,
pp. 269-290
Persistent link: https://www.econbiz.de/10012256133
Saved in:
6
Discrete emotional responses and face-to-face complaining : the joint effect of service failure type and culture
Luo, Anqi
;
Mattila, Anna S.
- In:
International journal of hospitality management
90
(
2020
),
pp. 1-11
Persistent link: https://www.econbiz.de/10012300168
Saved in:
7
Service recovery, justice perception, and forgiveness : the "other customers" perspectives
Shin, Hyunju
;
Casidy, Riza
;
Mattila, Anna S.
- In:
Services marketing quarterly
39
(
2018
)
1
,
pp. 1-21
Persistent link: https://www.econbiz.de/10011804112
Saved in:
8
A double whammy effect of ethnicity and gender on consumer responses to management level service failures
Wu, Luorong
;
Han, Rachel
;
Mattila, Anna S.
- In:
Journal of service management
27
(
2016
)
3
,
pp. 339-359
Persistent link: https://www.econbiz.de/10011583559
Saved in:
9
Does anthropomorphism influence customers' switching intentions in the self-service technology failure context?
Fan, Alei
;
Wu, Luorong
;
Mattila, Anna S.
- In:
The journal of services marketing
30
(
2016
)
7
,
pp. 713-723
Persistent link: https://www.econbiz.de/10011590916
Saved in:
10
Silent voices : nonbehavioral reactions to service failures
Ro, Heejung
;
Mattila, Anna S.
- In:
Services marketing quarterly
36
(
2015
)
2
,
pp. 95-111
Persistent link: https://www.econbiz.de/10011290006
Saved in:
11
How does social distance impact customers' complaint intentions? : a cross-cultural examination
Fan, Alei
;
Mattila, Anna S.
;
Zhao, Xinyuan
- In:
International journal of hospitality management
47
(
2015
),
pp. 25-34
Persistent link: https://www.econbiz.de/10011312551
Saved in:
12
How does corporate social responsibility affect consumer response to service failure in buyer-seller relationships?
Bolton, Lisa E.
;
Mattila, Anna S.
- In:
Journal of retailing
91
(
2015
)
1
,
pp. 140-153
Persistent link: https://www.econbiz.de/10010500739
Saved in:
13
Determinants of customer complaint behavior in a restaurant context : the role of culture, price level, and customer loyalty
Kim, Kyungmin
;
Lee, Chung Hun
;
Mattila, Anna S.
- In:
Journal of hospitality marketing & management
23
(
2014
)
7/8
,
pp. 885-906
Persistent link: https://www.econbiz.de/10010473452
Saved in:
14
The impact of cyberostracism on online complaint handling : is "automatic reply" any better than "no reply"?
Mattila, Anna S.
;
Andreau, Luisa
;
Hanks, Lydia
;
Kim, …
- In:
International journal of retail & distribution management
41
(
2013
)
1
,
pp. 45-60
Persistent link: https://www.econbiz.de/10009711832
Saved in:
15
Effectiveness of recovery actions on deviant customer behavior : the moderating role of gender
Huey Chern Boo
;
Mattila, Anna S.
;
Tan, Ching Yeng
- In:
International journal of hospitality management
35
(
2013
),
pp. 180-192
Persistent link: https://www.econbiz.de/10010225814
Saved in:
16
The role of tie strength on consumer dissatisfaction responses
Yang, Wan
;
Mattila, Anna S.
- In:
International journal of hospitality management
31
(
2012
)
2
,
pp. 399-404
Persistent link: https://www.econbiz.de/10009503304
Saved in:
17
The role of cultural tightness-looseness in the ethics of service recovery
Li, Connie
;
Fock, Henry
;
Mattila, Anna S.
- In:
Journal of global marketing
25
(
2012
)
1
,
pp. 3-16
Persistent link: https://www.econbiz.de/10009617932
Saved in:
18
Societal norms, need for closure, and service recovery
Mattila, Anna S.
;
Choi, Sunmee
- In:
Journal of international consumer marketing
24
(
2012
)
5
,
pp. 356-371
Persistent link: https://www.econbiz.de/10009778694
Saved in:
19
The role of self-service technologies in restoring justice
Mattila, Anna S.
;
Cho, Wonae
;
Ro, Heejung Cheyenne
- In:
Journal of business research : JBR
64
(
2011
)
4
,
pp. 348-355
Persistent link: https://www.econbiz.de/10008859035
Saved in:
20
A cross-cultural comparison of perceived informational fairness with service failure explanations
Wang, Chen-ya
;
Mattila, Anna S.
- In:
The journal of services marketing
25
(
2011
)
6
,
pp. 429-439
Persistent link: https://www.econbiz.de/10009390049
Saved in:
21
Organizational learning from customer feedback received by service employees : a social capital perspective
Wirtz, Jochen
;
Tambyah, Siok Kuan
;
Mattila, Anna S.
- In:
Journal of service management
21
(
2010
)
3
,
pp. 363-387
Persistent link: https://www.econbiz.de/10003993797
Saved in:
22
The relationship between consumer complaining behavior and service recovery : an integrative review
Kim, Kyungmin
;
Wang, Chenya
;
Mattila, Anna S.
- In:
International journal of contemporary hospitality management
22
(
2010
)
7
,
pp. 975-991
Persistent link: https://www.econbiz.de/10008749350
Saved in:
23
Do women like options more than men? : an examination in the context of service recovery
Mattila, Anna S.
- In:
The journal of services marketing
24
(
2010
)
7
,
pp. 499-508
Persistent link: https://www.econbiz.de/10008749977
Saved in:
24
Discrete negative emotions and customer dissatisfaction responses in a casual restaurant setting
Mattila, Anna S.
;
Ro, Heejung
- In:
Journal of hospitality & tourism research : JHTR ; the …
32
(
2008
)
1
,
pp. 89-107
Persistent link: https://www.econbiz.de/10003661362
Saved in:
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